CRM basics: Everything you need to know to get started

Is there such a thing as the right time to move to a CRM?

The short answer is yes. If you’ve been using Excel, as you avoid the need to invest in a CRM simply because you don’t want to face an extra cost, are unsure about what a good CRM should look like, and can’t stand the long implementation times. You’re not alone. 

But as your business grows, and your network alongside it. Chances are, you’ll have to look into a CRM system sooner or later. Especially when you start noticing how long admin tasks such as manually updating contact information takes, frustrations in sharing contacts with your team, and more.

To help you out, in this blog post we’ll be covering everything you need to know about CRM basics:

• What is a CRM?
• When is the right time to move from Excel to a CRM?
• Core features of a good CRM system
• How to choose the right CRM for your business
• Common challenges when adopting a CRM
• Why folk is a top choice for small businesses

What is a CRM?

A CRM (customer relationship management) is a way to store, organize, and use customer information effectively and securely. Instead of scattered spreadsheets or endless email threads, a CRM brings everything together in one place.

Here’s what a CRM can help you with:

• Storing and organizing contact details.
• Tracking customer conversations and interactions.
• Managing sales, deals, and tasks efficiently.

Think of it as a single source of truth for all your customer information, helping your team save time and work smarter.

When is the right time to move away from Excel to a CRM?

With its low cost, transitioning from Excel as a small business can feel daunting. However, a CRM might be exactly what you need once you start realizing how much time your daily tasks consume.

You’ll know it’s the right time to move away from Excel when you notice:

• Too much manual work: Repetitive tasks, such as updating contact information, pull you away from higher priorities that need your attention.
• Things feel messy: Managing everything in spreadsheets becomes increasingly unmanageable.
• No big-picture view: Tracking sales pipelines or customer interactions feels like an uphill battle.
• Collaboration is a hassle: Multiple versions of files create confusion and make team updates frustrating.

What are the key differences between Excel and a CRM?

Feeling the limitations of Excel but unsure if a CRM is the right move? We understand—change can be daunting. Here are five key differences between Excel and CRM to help you decide.

1. Purpose and Functionality

While you can do basic contact management in Excel, a CRM has more distinct features that help you streamline your tasks and workflow. You’ll find that:

• CRM: Designed specifically for managing customer relationships, automating tasks, and providing data insights.
• While Excel: A general-purpose spreadsheet tool for organizing, calculating, and analyzing data manually.

2. Data Management

While both appear to be able to do the same task e.g. contact information management. A CRM is designed to be a more secure place for your customer data. You’ll find that:

• A CRM: Centralizes customer information (e.g., contact details, interaction history, sales pipelines) in one accessible and secure location.
• While Excel: Requires manual input and organization of data, often resulting in multiple spreadsheets for different tasks.

3. Automation

When it comes to automation, a CRM is a clear winner. You’ll find that:

• CRM: Automates repetitive tasks such as follow-ups, reminders, and data syncing across teams.
• Excel: No built-in automation for customer-related tasks; requires manual effort or complex macros.

4. Collaboration

There are certain limitations when it comes to collaboration in Excel that a CRM can provide, including user permissions. You’ll find that:

• CRM: Enables real-time collaboration among team members, with user permissions and updates visible instantly to everyone.
• Excel: Collaboration is limited and often requires sharing files, leading to version control issues.

5. Reporting and Analytics

While both provide reporting capabilities, Excel users may find the interface more clunky in comparison to a CRM. You’ll find that:

• CRM: Provides ready-made dashboards and analytics to track performance, customer behavior, and sales metrics.
• Excel: Reporting and analytics require manual setup, formulas, and chart creation.

What are the core features of a good CRM system?

At its core, a CRM is about helping your business run more smoothly. But not all CRMs are built the same, but most good ones share these features:

• Contact management: Store customer info like emails, phone numbers, and notes in one place.
• Sales tracking: Visualize your sales pipeline and track where leads are in the process.
• Automation: Set up workflows to handle repetitive tasks, like sending follow-up emails.
• Analytics: See what’s working (and what’s not) with built-in reporting tools.
• Integrations: Connect your CRM with tools you already use, like email or calendar apps.

How to evaluate and shortlist a CRM

Selecting the right CRM for your business is an important decision, especially if you’re exploring options for the first time. With so many choices available, it’s important to pay attention to things that align with your current needs and future growth during your shortlist and research process. 

Below are a few things you should consider.

1. Implementation time

This refers to the period it takes to fully set up, configure, and integrate the CRM system into a business's workflows. It includes all the steps necessary to ensure the CRM is operational and aligned with the organization’s goals.

2. Scalability

While some CRMs such as HubSpot are appealing with their free-forever plan. You may find that once you’re ready to upgrade, it becomes costly. To avoid having time taken away from you for yet another implementation process, you’ll want to pay attention to price plans. For instance, folk’s price plans are designed to scale with you as your team grows with its ability to support solopreneurs, small to mid-size teams and large enterprises.

3. Ease of use

A CRM is only as effective as your team’s ability to use it. Look for an intuitive interface and simple workflows that minimize the learning curve. A tool that’s too complex might deter your team from fully adopting it, reducing its value to your business. Test the CRM during a trial period to see if it feels natural to use.

4. Integration capabilities

Your CRM should work seamlessly with the tools your team has in their tech stack, such as email, calendars, marketing platforms, and accounting software. This ensures that data flows smoothly between systems, saving time and reducing manual work. Check if the CRM supports integrations with the tools that matter most to your business.

5. Customer support

Whether it’s during implementation or day-to-day use, reliable support is crucial. Look for CRMs that offer multiple support channels, such as live chat, email, or a knowledge base, to help you troubleshoot issues quickly. Responsive customer service can make all the difference in how smoothly your CRM functions for your team.

6. Book a demo

While things seem great on paper, it might not always align with your own experience of it. Make sure that you book demos for any CRMs that you shortlist, so that you can ask the sales team relevant questions and see what the platform is like first-hand. Get started by booking a demo of folk here. 

Conclusion

While moving away from a cost-effective solution like Excel, to a CRM can feel daunting. The long-term benefits pay off. It’s a way to build stronger, longer-lasting relationships with your customers. If you’re looking for a CRM that balances user-friendly features with powerful contact management, folk might just be the CRM for you. Try folk today, free. 

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